Senior Customer Success Manager

Open Point

Senior Customer Success Manager retaining and expanding clients using Open Point’s civic engagement software. Managing strategic accounts across government, transport, utilities, and energy sectors.

Posted 8/5/2026full-timeRemote • 🇨🇦 CanadaSenior💰 CA$90,000 - CA$120,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Customer Success and Account Management within SaaS environments, focusing on stakeholder relationship management, customer engagement, and strategic account growth. Proficient in utilizing CRM tools and customer health metrics to drive product adoption and ensure client satisfaction.

Highest-signal resume keywords

Customer Success ManagementAccount ManagementStakeholder Relationship ManagementCRM Tools (Salesforce, HubSpot)Customer Health Metrics

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Success ManagementAccount ManagementStakeholder Relationship ManagementCustomer Health MetricsSuccess Planning Frameworks

Soft Skills

Excellent CommunicationFacilitation SkillsPresentation SkillsCollaboration

Tools & Technologies

SalesforceHubSpotPublicInputGoVocalBorealisGranicusZencityCivicPlus

Industry Keywords

Local GovernmentTransportUtilitiesEnergy SectorsIAP2 PrinciplesPublic Participation Frameworks

About the role

Key responsibilities & impact

Own a portfolio of clients across local government, transport, utilities, and energy sectors
Build trusted relationships with senior stakeholders
Conduct regular Account Reviews and strategic alignment sessions
Drive product adoption and deliver targeted training
Ensure clients achieve their engagement and compliance goals
Lead renewal and price increase activities
Demonstrate sustained value and identify renewal risks early
Support commercial discussions with customer insight and context
Identify, monitor, and mitigate customer risks
Address adoption gaps, stakeholder changes, and value erosion
Collaborate with Account Managers to identify, qualify, and validate expansion opportunities
Surface customer needs, usage signals, and outcome gaps to enable effective handoff
Champion customer feedback internally to influence product development and service improvements
Build customer relationships that generate referrals and advocacy through testimonials, case studies, and introductions
Visit key clients for strategic reviews, workshops, and events

Requirements

What you’ll need

5-8+ years in Customer Success or Account Management in a SaaS environment
Proven success retaining and growing complex, multi-stakeholder accounts
Experience in sectors such as state government departments of transport, utilities, or renewable energy
Strong understanding of stakeholder relationship management and community engagement practices
Experience with CRM tools such as Salesforce or HubSpot
Experience with customer health metrics and success planning frameworks
Excellent communication, facilitation, and presentation skills
Ability to work independently in a remote-first environment while collaborating across global teams
Experience with platforms such as PublicInput, GoVocal, Borealis, Granicus, Zencity, or CivicPlus is a bonus
Familiarity with IAP2 principles or other public participation frameworks is a bonus
Travel required for customer engagement, up to 25%

Benefits

Comp & perks

Performance-based commission
4 weeks paid vacations per year
Company sponsored health insurance
Annual professional development allowance
Annual health & wellness allowance
Opportunity to shape the future of civic engagement technology
Travel opportunities to connect with clients and attend industry events
A mission-driven team passionate about public impact